Workforce Planning Senior Analyst

Airbnb; Ireland; On-site; EUR 55,000 - 75,000; Full time

Job summary

A leading accommodation service provider is looking for a Workforce Planning Senior Analyst in Ireland. You will optimize staffing across various channels and services, employing your expertise in forecasting and capacity planning. The ideal candidate has over 5 years of experience in contact center management and is skilled in workforce management tools. This role offers an opportunity to drive operational excellence in a dynamic environment.

Qualifications

• 5+ years of experience in a contact center management role.
• Strong proficiency in workforce planning tools such as Genesys WFM.
• Advanced analytical skills and ability to interpret large datasets.

Responsibilities

• Generate and deploy schedules across multiple services.
• Analyze demand trends to optimize staffing levels.
• Collaborate cross-functionally on workforce strategies.

Skills

Forecasting

Scheduling

Capacity planning

Data analysis

Excel

Google Sheets

Tools

Genesys WFM

Tableau

SQL

eWFM

Job description

Overview

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

The Workforce Management (WFM) team plays a crucial role in ensuring Airbnb provides world-class support to guests and hosts. As part of Customer Support operations, this team collaborates with internal stakeholders, capacity planning teams, and external partner WFM teams to optimize workforce efficiency. This is a fast-moving, high-impact environment where strategic planning and data-driven insights are key to success.

The Difference You will Make

As a Workforce Planning Senior Analyst, you will lead the allocation of headcount across multiple sites, channels, and tiers, ensuring optimal staffing levels for Airbnb’s global support network. Your expertise in forecasting, scheduling, and capacity planning will drive operational excellence. Success in this role means delivering data-backed staffing strategies, optimizing workforce efficiency, and proactively solving resourcing challenges to improve customer experience.

A Typical Day

• Generate and deploy schedules across multiple services, languages, and contact channels.
• Analyze demand trends and build scheduling scenarios to optimize staffing levels.
• Provide insights on the impact of new business lines, SLA changes, and workflow adjustments.
• Collaborate cross-functionally to refine workforce planning strategies and ensure alignment with business goals.
• Track and report on workforce performance, presenting findings in WBR, MBR, and QBR meetings.
• Serve as the WFM lead on new initiatives, ensuring operational readiness.
• Act as a proxy for the Regional Workforce Planning Manager as needed.

Your Expertise

• 5+ years of experience in a contact center management role.
• Strong proficiency in workforce planning tools such as Genesys WFM (preferred) or similar (IEX/NICE, Aspect/eWFM).
• Advanced analytical and problem-solving skills, with the ability to interpret large datasets and communicate insights clearly.
• Exposure to data visualization tools like Tableau, SQL, and Interactive Insights is preferred.
• Expertise in Excel and Google Sheets for data analysis and reporting.
• Self-motivated, detail-oriented, and comfortable in a fast-paced, dynamic environment.
• Experience in contact center planning within an emerging tech company is preferred.
• Ability to travel nationally and internationally as required

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [e-mail]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process